Post on 18-Jul-2015
What do you call yourself?
Sales Representative Sales Executive Sales Manager New Business Development Officer Technical Sales Person
What should you call yourself?
Customer Representative Client Solutions Provider Customer Consultant Customer Support Staff Client Liaison Executive
The Success FactorSUCCESS
tart the Daynconditional Welcomeustomer Focushoosencouraging the customerolving their problemsold
Where do you get new customers from?
Cold CallingReferrals
AdvertisingWalk In’s / Phone In’s
Success
ReferralsAlways ask the questionThe 5 Card TrickGive your customers referralsTrade ReferralsReward ReferralsSet Targets
Success
You’ve only got 4 minutes
Know what you want to be Look what you want to be Act what you want to be Take Control
Success
The EyesCustomer Service
Interview Techniques
Presentations
Management
Customer Interaction
Reception
Success
Unconditional WelcomeFind out their nameUse positive Body LanguageApproach them correctlyWalk forward and SmileE.S.P.
Success
Features / Needs / BenefitsFeature
Need
Benefit
Something that defines your product or service, and your company
A customer requirement
A feature that satisfies a need
Customers can have both Positive and Negative Needs
Success
Three Types of NeedPresumed
Actual
Unknown
What the customer thinks he needs
What the customer really needs
What the customer was totally unaware of
Success
Beyond Simple NeedsNeeds
Wants
Desires
I need a Car to get to work
I want a Practical Car
I desire a BMW
Success
Open Questions
Closed Questions
Who, What, Where, When, Why, How
Do, Does, Did, Are, Has, Have, Is, Could , Can, Would, Will ... etc.
Success
Customer Focus
The Sales ConversationOpen Question NeedClosed Question Confirm the needSupportBenefitAgreement
Success
Help the Customer to Choose Become the expert Use open questions Sound interested /Listen Care
Success
It’s too expensive!Clarify the Objection
“You are right, Mr Customer, it is a considerable investment. Is it the actual price that worries you or is there something I have missed?”
Success
Objections
Listen to the whole objection Clarify the objection Answer the objection Get agreement
Success
Objections
Solving the Customer’s Problems
Opposition ObjectionI don’t want to buy a Black bag
Indifferent ObjectionI don’t really need a new Geezer
Sceptical ObjectionI don’t believe this tap will work
Success
Either Convert the objection to a need then provide your benefit that satisfies that needOr Minimize the objection and maximize the benefits you have already agreed
Opposition
Success
Add
Take away
MultiplyDivide
all the benefits
what the customer will lose
the savings
the extra cost by someappropriate figure
Success
Opposition
ScepticalYou cannot talk your way out of a sceptical objection
Show the customer some independent proof
Demonstrate it
Guarantee it
Success
The Success FactorSUCCESS
tart the Daynconditional Welcomeustomer Focushoosencouraging the customerolving the problemsold
Selling Face to FaceThe Success Factor
www.powerseries.co.za
NegotiationOpen and Closed QuestionsOpen
Closed
Who, What, Where, When, Why, How
Do, Does, Did, Are, Has, Have, Is, Could , Can, Would, Will ...
etc.